Hello everyone, I would need a suggestion. I have an organizational scenario where I have 10 work groups (each group is composed of several users) and one supervisor. I would like, on osTicket, for when a user creates a ticket, it must be read and approved by the supervisor before reaching the support team. Only then should it be directed to the support team. How could I implement this?
Thanks

  • KevinTheJedi replied to this.

  • VomS

    Have new Tickets go to a specific Department that only has the Supervisor in it. Then the once the supervisor approves they can transfer the Ticket to another Department with the other Agents in it.

    Cheers.

      VomS

      Have new Tickets go to a specific Department that only has the Supervisor in it. Then the once the supervisor approves they can transfer the Ticket to another Department with the other Agents in it.

      Cheers.

        6 days later

        Kevin, thank you for the response, which I have applied and it's working fine, thanks again. However, I have another need, I would like the user to select (during the ticket request phase) which group they belong to and then direct the request to their Department/Contact who will then assess the request and direct the ticket to the appropriate Team.

        This way, I avoid creating redundant Help Topics where everyone has to go to a department.
        Example Help Topic:
        ICT Support Group A
        ICT Support Group B
        ICT Support Group C

        Instead, I will have only one Example Help Topic:
        ICT Support Groups
        from which the user selects their group, which as I mentioned, refers to a department.
        I'm not sure if I've been clear.
        Thank you for your cooperation!

          VomS

          Create a List under Admin Panel > Manage > Lists and add your different options.

          Next, go to the Ticket Details Form under Admin Panel > Manage > Forms, add a new custom field with the Type being the custom list you created, and Save Changes. Once complete, when a User goes to create a Ticket and selects a Help Topic there will be a dropdown list for the users to select an option. Please note that any field added to the Ticket Details Form will appear on all Tickets created in the Helpdesk. You can disabled the field per-Help Topic if desired.

          Now, the way you assign specific Departments from the custom list selection is by creating a Ticket Filter for each list option under Admin Panel > Manage > Filters. For each filter you will need the Rules of Ticket / [custom_field_name] > contains > [value_of_specific_list_option] and the Actions of Set Department > [desired_department].

          Cheers.

            Dear KevinTheJedi, thank you very much!
            Thanks to your support, I managed to do what was requested, and also thanks for the patience spent in taking the screenshots.
            I hope this request of mine can be helpful to many users!
            Have a great weekend!

            Write a Reply...